Best Practice for Sharing KB Articles to Unauthenticated Users

[JM1]

I have a need to be able to share knowledge base articles with Users outside of our system. I have followed the steps in this article to make a knowledge base article public https://hi.service-now.com/kb_view.do?sysparm_article=KB0597354.

My question is, what now is the best practice for sharing these articles? Currently the only way I've found is to search the article in the Service Portal, then copy the url and share from there. Is there a better way? Any feedback appreciated. 

[Allen Andreas · Accepted solution]

Hi,

Well, you could then attempt to make your KB page on your Service Portal as public...which you could then just give a direct URL like: 

https://instance-name.service-now.com/sp?id=kb_view2

And that mixed with their read rights...should allow them to navigate around your KB area and look at other articles instead of one link for each article here and there.

So to do this, you'd need to go to Service Portal > Service Portal Configuration > Design > pick each page for knowledge necessary (like kb_view2 as an example) and click it...then on the designer for that particular page -- in the top-right corner there is a "Edit Page Properties" button...click that and then check the Public box, then save. Rinse and repeat for other pages, then attempt to test.

Otherwise...I believe most just publish the article and share articles individually, if necessary.

Please mark reply as Helpful/Correct, if applicable.